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Abstract

As it is known, in all corners of the world today affected by covid-19 pandemic (Corona Virus Disease 2019) its also occurs in Indonesia. Pasuruan city as one of the 38 districts in East Java Province, also affected by the Covid-19 pandemic. During the pandemic period since the beginning of 2020, Pasuruan city government did not implement quarantine policy of lockdown or PSBB. But the fact in the field, people who are exposed to Covid 19 over time continues to grow, so the government implements health protocol policies in the community one of them in the field of public services.

In this discussion, we will look at the startegi and policy innovation of Pasuruan City Government to continue to provide public services to the community even though the Covid-19 pandemic still exists in Pasuruan City. On the other hand, human resources are limited given the increased vigilance that human resources have avoided exposure to the Covid-19 virus. It is intended for all stakeholders to understand that the Pasuruan City Government has a high commitment to providing public services in accordance with the demands of the organization and the willingness to always innovate in providing the best service to the community according to the current situation and conditions faced along with its advantages and disadvantages.

Keywords : Public Service, Covid-19, Customer Service Innovation

The process of interviewing and extracting information

In visual observation of the handling of public services to the community with a focus on 3 (three) Regional Device Organizations, namely Office of Population and Civil Records, Investment Office and Integrated Licensing and Pasuruan Regional Revenue Agency. Interviews were conducted on 30 respondents who were directly conducting the service process at the OPD locations located separately and conducted independently. The three agencies are involved in pasuruan city government authority which specializes in services to the community that are run independently. Interviews are also conducted on employees who are directly involved in the process of service to the community with a total of 15 respondents, or each office of 5 respondents. Each service has its own mechanism in the process of service to the community and determines their respective policies in the implementation of the health protocols used. The core in the implementation of health protocols in these agencies is the application of physical distancing, the use of information technology in the service process, the campaign of the use of masks and providing hand washing facilities in each place to maintain the cleanliness and hygiene of the hands of citizens who conduct the public service process.

The discussion of this study is a narrative study, comparing the individual experiences of each respondent accompanied by visual observations, information from the internet, images and other qualitative sources.

Advantages in the use of narrative studies in the research process

This research demonstrates the implementation of public service processes in each service in the nuances of the covid-19 pandemic. This is to know the effectiveness of the service against the choice of service methods specified, whether the community will still get services according to minimum standards or the community does not get the service as it should. Organizationally it will also be known whether the organization's goals can be achieved with the specified choice of processes and procedures. Estuary in this study process is to test the public opinion of pasuruan city government officials, whether the option to continue to practice the public service process in the era of the Covid 19 pandemic is a sensible or counterproductive choice to the objectives of the organization and to the detriment of some related parties in the public service process to the community.

Conclusion

Although the Covid-19 pandemic still exists, this does not discourage the 3 service sectors in Pasuruan City Government to continue to improve services in their fields by implementing health protocol policies or innovating using information technology such as whatsapp, SMS and telephone social networks in increasing citizens' access to public services. In the licensing process, in addition to using OSS (Online Single Submision) applications provided by the Government, filling out online licensing forms is also put forward to reduce the potential face-to-face between service providers and the public. Prioritizing online payments for tax payments with active promotions through various platforms is the government's effort to expand the reach of information to the public to stay in public service. For face-to-face service process is still provided by using strict health protocols to reduce the potential transmission of covid-19 virus in service points with assistance by competent staff.